RESERVE AT TOWNE LAKE, LLC

My mom gets the best care! I love seeing all of the fun activities that the activity director Brandy has! She’s awesome!

This was the beginning of the end of my mom‘s real life being in that place. my mom fell on the floor bleeding for 46 minutes before they noticed then they called an ambulance. They’d push her up in a wheelchair locked the wheels up against a table so she’d fall backwards when she would push back the emergency button in the bathroom, never worked the exhaust fan in the bathroom smoked. There were never cups out for the residence to have a drink

I recently relocated to Woodstock and was genuinely interested in applying for the Med Tech position at Reserve at Towne Lake. Unfortunately, my excitement quickly turned to disappointment after interacting with Teresa, the front desk secretary. Her demeanor was unexpectedly aggressive and unnecessarily rude. As the first point of contact for prospective employees and visitors, her conduct was not only unprofessional but also reflective of someone who seems to carry a great deal of internal dissatisfaction and projects that outwardly. It’s truly unfortunate, because I was looking forward to the opportunity. However, based on this encounter, I have no desire to pursue a role within a facility where such behavior is tolerated especially from someone who represents the company at the front line. First impressions matter, and this experience left me with serious concerns about the culture and work environment at this facility. I hope leadership addresses this issue, as no potential applicant or visitor should be made to feel the way I did. Replying to response below: Hello, Thank you for your response. However, I must be honest, your reply feels more like a generalized statement than a sincere effort to address the issue I raised. There was no acknowledgment of the specific behavior I experienced, nor any meaningful accountability or apology extended. A vague invitation to “share more” after already doing so, clearly and in detail feels dismissive rather than solution-oriented. What concerns me even more is the underlying tone of indifference, which I can’t ignore may be rooted in assumptions based on my name or perceived identity. As a Black woman, I’m well aware of the subtle forms of bias and lack of urgency or accountability often shown in these types of situations. It’s disappointing, but unfortunately not surprising. The fact that someone like Teresa is allowed to be the first point of contact for your facility and still remain in that role after complaints speaks volumes about what’s tolerated. A single email address doesn’t resolve the issue. What’s needed is cultural accountability, professional standards, and an honest commitment to treating all people with dignity regardless of race, background, or appearance. I no longer have interest in being part of your organization, but I do hope you take this seriously and reflect on how many potential applicants, patients, and families may have experienced similar treatment but chose silence over confrontation. Regards, Ronnetta Rodgers

My Daddy has only been here for a month and we are loving it. The staff and managers are very attentive to the residents needs. Daddy now holds a Bible study and plays his guitar for them. Brandy does a great job ensuring there are plenty of activities. The facility is clean and all the residents seem very relaxed and happy. I highly recommend them to anyone who has family needing memory care home. God Bless all at Reserve at Townelake. Debbie

I wish I could share the sentiment of other recent reviews. But our families experience was not a good one. Some of the care staff seem to really care for the residents. But others on second and third shift especially seemed to have little to no compassion for the elderly. I personally witnessed residents being ignored while in distress, laughed at or berated. My mothers laundry was often not done and she had no clean clothes to wear. When bringing this to a staff members attention I was told I was “a daughter all up in her feelings.” As if being concerned for my mother and getting the services we were paying for was being over the top. Meals were served on paper plates for weeks. Food was not good. A lot of places have experienced staffing shortages and this community was no exception. However staff said this was a company decision not a lack of applicants. I was fortunate that we could afford to put a private aide in place to ensure my mother was looked after properly, until a new community could be found. I cannot imagine having a loved one in there on their own. This is a challenging industry and I have a lot of respect for the communities that work hard to get it right. This building is the perfect size and layout for memory care. I hope management can get it together for the sake of all the residents who call this place home.